ServiceNow Manager

Job Title: ServiceNow Manager

Position Type: Fulltime

Location: Dallas, TX (Onsite from Day 1, Hybrid Model – 3 Days Onsite)

Job Description:

Seeking a hands-on Manager, Software Engineering with deep ServiceNow platform expertise to lead a team of engineers responsible for the strategy, architecture, and delivery of our enterprise ServiceNow platform. This role blends technical leadership, solution architecture, and people management, you’ll directly manage a team of 6 engineers while remaining actively engaged in platform development, particularly around ITSM, ITOM, and CMDB.

With plans to implement ServiceNow’s AI-powered NowAssist in the near future, experience with AI features, Virtual Agents, or predictive capabilities within ServiceNow is highly valued. This is a unique opportunity to shape the future of our platform in a fast-paced, agile environment within the regulated financial services industry.

What You’ll Do

• Lead a team of ServiceNow engineers in the design, development, and deployment of scalable, secure, and compliant platform solutions.
• Own the strategic roadmap for the ServiceNow platform in collaboration with product owners, architects, and business stakeholders.
• Drive hands-on development and architectural decisions, ensuring alignment with OCC standards for coding, testing, documentation, and governance.
• Translate complex business requirements into clear technical specifications, fostering shared understanding across teams.
• Champion platform stability, data integrity (especially CMDB), and reporting capabilities to support enterprise-wide operations.
• Proactively identify opportunities to improve development processes, team productivity, and platform maturity, particularly in AI/automation readiness.
• Serve as a collaborative leader who actively contributes to delivery, mentors engineers, and shares knowledge across teams.

Supervisory Responsibilities

• Directly manage a team of 6 software engineers and systems professionals.
• Foster a culture of accountability, innovation, and continuous learning.

Required Qualifications

• 8+ years of experience implementing enterprise technology solutions, with real-world examples and best-practice guidance.
• 3+ years of people management experience leading technical teams.
• Deep, hands-on ServiceNow expertise, including implementation and customization of ITSM, ITOM, and CMDB modules.
• Strong working knowledge of JavaScript and ServiceNow scripting (Client/Server scripts, Business Rules, Flow Designer, etc.).
• Solid understanding of system architecture, data analytics, and IT service management best practices.
• Experience working within Agile/Scrum environments and leading cross-functional technical teams.
• Excellent communication skills, able to present technical concepts to both engineering and executive audiences.
• BS in Computer Science or related technical field.

Preferred Qualifications

• Experience with ServiceNow AI features, including NowAssist, Virtual Agent, or predictive intelligence.
• ServiceNow certifications: Certified Master Architect (CMA), Technical Architect (CTA), System Administrator (CSA), or Application Developer (CAD).
• ITIL certification.
• Background in regulated Financial Services or other highly compliant industries.
• Familiarity with complementary cloud platforms (e.g., Jira, Confluence, Workday, Oracle Cloud).
• MS in Computer Science or related field.